American Hotel Blog

A peek inside The Cabot Lodge

December 12, 2019

In this new series, we spotlight independent hotels to learn more about the everyday challenges, rewards, and opportunities of running an independent property.

Location: Beverly, Massachusetts
Occupancy: 13 rooms
Open: Year round

The Cabot Lodge truly embodies the saying, “good things come in small packages.” Its petite, cozy guest rooms are inspired by the West Indies as well as the sleeping quarters of historic New England Clipper Ships, offering guests both historical charm and modern amenities.

Having just opened its doors in late October 2019, The Cabot Lodge may be new to Beverly, but it’s already creating a lot of buzz. We chatted with Head of House Annie Brown Coe to learn more about opening, and running, a successful independent property.

Q. Tell us a little bit about your property – its history and what makes it unique.

Annie: The concept is built around the local history of Beverly. The founding families of the city were in the shipping and trading industry in the 18^th century. They did a lot of trading in the West Indies. So, our property is influenced by the West Indies as well as colonial New England. The furniture design is bright and fun, and it’s something that draws the eye, especially for people coming off the street or viewing our property on the website. It’s a fun, different experience.

Q. How do you promote your property?

Annie: Before we opened, we didn’t have a product, or guests, so we were relying on word of mouth. Since we’re near Salem, Halloween is a huge draw, so opening in October was our target. Guests had to book early and take a risk booking a hotel that wasn’t even open yet.

Now that we’ve had guests, we have glowing reviews that help drive awareness and visits. My true belief is the guests should tell the experience – their words will set the expectation for the next guests. If they evangelize, then that’s the best marketing we can ask for.

Q. Do you cater to a certain type of demographic?

Annie: We are learning as we go. So far, we’ve had a mix of business travelers, couples, and families. Around Halloween, especially, we had a lot of tourists who traveled here from all over the world. It’s still a little too early to tell what our sweet spot is, but we’re tracking with data so we can learn and evolve.

Q. What are some of the biggest challenges when it comes to buying products?

Annie: In a boutique space, you want it to be customizable and genuinely unique. Buying in small quantities and sampling products can be a challenge. Compared to a 100-room hotel, a 13-room hotel is hard to purchase for, because we don’t need the large case quantities.

That’s why I really appreciate the level of service I receive from my rep at American Hotel. It’s clear that American Hotel cares about boutique hotels because of how accommodating they are even for a small purchase.

It’s also important to be scrappy and do your research to find the best products at the best prices. All in all, it’s about finding the right partner to help you navigate purchasing issues and find solutions.

Q. Are there certain amenities that are unique to your hotel?

Annie: A lot of what we feature is local, and our guests notice and appreciate that. We source everything from soaps and shampoos to coffee and chocolate locally.

Anything that the guests are touching or consuming needs to be of the highest quality – whether it’s sheets, mattresses, or consumables. So those are the things we spend the most time vetting. We also continuously survey guests and provide that constructive feedback to the vendor.

Q. What are some other roadblocks you face as an independent hotel? How do you overcome these challenges?

Annie: One of the biggest challenges is having brand power over bigger brands or legacy names. Some of the local hotels have been here a long time, and customers may have loyalty points with a certain chain, so they’ll go with them. I’m working hard with my team to get positive reviews so we can overcompensate for some of those challenges with really happy guests. If people spread the word, they become our ambassadors.

Q. What are some general trends you’re seeing for independent hotels?

Annie: Overall, guests are more involved in their hotel selection. It’s so easily accessible these days to learn about a property – there is amazing transparency.

Another trend I’m seeing is that guests are traveling more efficiently, because they are traveling more often and don’t necessarily stay in one place for a long time. For example, hotels are doing away with dressers as a space-saving method. It’s a very Millennial, business travel-driven trend.

We’re also trying to stay on the cutting edge when it comes to technology. The challenge is finding balance between using technology to make things like checking in and out more convenient for guests, while also providing that personal touch.

Q. Since you just opened your property, you are in the thick of it, but what advice would you give to those new to owning or managing an independent hotel?

Annie: What stands out the most is listening to your guests. While you need to have a good gut instinct to make decisions, it’s also important to take guests’ needs into consideration. You also need to budget appropriately and think ahead about what you’re going to need in the future.

Lastly, you must stay on top of hotel trends and make sure your property doesn’t get outdated or shabby. Things are changing, and if you don’t face the facts, you’ll fall behind.

On our blog: A peek inside Cedar Motor Inn

A peek inside Cedar Motor Inn

December 5, 2019

In this new series, we spotlight independent hotels to learn more about the everyday challenges, rewards, and opportunities of running an independent property.

Location: Marquette, Michigan
Occupancy: 43
Open: Year ‘round

Family-owned Cedar Motor Inn offers guests a mix of rustic charm and modern accommodations. Located near the shores of Lake Superior, it’s a place where visitors come to both relax and seek adventure.

We chatted with innkeeper Lyn J. Durant to learn more about what makes her property special and what it takes in today’s world to operate an independent hotel.

Q. Tell us a little bit about your property, including its history, and what makes it unique.

LD: This hotel has been in our family for four generations – 53 years of being family-owned. My husband’s uncle and his sister bought the hotel with their mother in 1967, and by 1980 they had added 13 more rooms, enclosed the hallways and added a pool, spa, and steam sauna. We are now considered a mid-scale hotel by AAA.

Currently my husband, daughter and I are partners, and our daughter serves as General Manager.

Q. How do you promote your property?

LD: Our local university has been here for decades. As a result, and because the hotel has been here for so long, many of the parents stay with us when they bring their children to and from school. We also do some advertising in sports publications for hunting and fishing, as well as in two local visitor guides.

We are also fortunate to have a lot of returning guests. We’ve had many generations of families stay with us, as well as business travelers who have come here for decades until their retirement.

Q. What are some of your pain points when it comes to buying products for your hotel?

LD: Our biggest challenge is the lack of storage at our property. Since we can’t order more than a few cases of anything, sometimes we have to pay more, depending on the supplier. And certain types of products take longer than others – sometimes we get products quickly, while with larger buys, like furniture, there’s a longer wait time.

Q. What are some other types of challenges you face as an independent hotel?

LD: Since we’re family-owned, we have to do whatever’s necessary when short-staffed, and that includes taking on tasks outside of our usual responsibilities. Because of our particular niche, we’re lucky in that we don’t really compete with the chains. Marquette is a very unique locale because we are a destination. Events drive our community, and even if the event is chain-specific, we get the overflow, which is OK with us.

It’s not a matter of overcoming the challenges, it’s dealing with them. Each day is different, so we do what we do best and see what tomorrow brings.

Q. What advice would you give to those new to owning or managing an independent hotel?

LD: You have to have a good working knowledge of everything about running the business: human resources, marketing, accounting, plumbing, maintenance, internet, and sales. My husband, daughter and I complement each other with our knowledge, so I believe that’s why we’ve been successful … that and divine intervention on occasion!

A peek inside High Noon Beach Resort

November 21, 2019

In this new series we spotlight independent hotels to learn more about the everyday challenges, rewards, and opportunities of running an independent property.

Location: Lauderdale-by-the-Sea, Florida
Number of units: 40
Open: Year round

Family-owned for almost 60 years, High Noon Beach Resort offers guests sun, sand, and unforgettable experiences. We checked in with Bruce Novak, owner of High Noon Beach Resort, to get the High Noon story and pick up some of his “independent” insights.

Q. Tell us a little bit more about your property and what makes it special.

BN: My family purchased the High Noon building in 1961 and moved from Connecticut to run the hotel – with no hotel experience. Today, the hotel has expanded to include three additional buildings and a variety of room types.

The resort is unique because we are a small, privately-owned oceanfront property on the Atlantic Ocean in South Florida. Not many properties like ours exist down here these days. What’s also really special is that we operate with a staff that has been a part of High Noon for many decades.

Q. How do you get the word out about your resort?

BN: We promote our property in a variety of ways, including Trip Advisor and the Lauderdale-By-The-Sea visitors guide. We are also a member of Small Elegant Hotels, which is a network of independent hotels with a maximum of 150 rooms. And of course, we rely on word of mouth from our guests.

Q. What are some challenges independent properties face, and what are ways to overcome those challenges?

BN: Some of the challenges we personally face at High Noon is keeping the product fresh and getting positive reviews from guests on Trip Advisor.

One way I think independent hotels are evolving to meet challenges like these is by transforming themselves into boutique-style hotels. Guests like this style because it is more personal.

Q. What is some advice you’d give to those new to owning or operating an independent hotel?

BN: One way to achieve success is to make it easy for guests to book rooms at your property, including having the ability to reserve online. It’s also important to create a good vibe and cater to your guests’ needs as best you can. While budgeting is important, it’s just as important to find ways to add value to their stay. Some examples include offering services such as complimentary bikes, beach chairs, umbrellas, and parking. Finally, encourage them to review your property on Trip Advisor.

A peek inside Mount Shasta Resort

November 13, 2019

In this new series we spotlight independent hotels to learn more about the everyday challenges, rewards, and opportunities of running an independent property.

Location: Mount Shasta, California
Occupancy: 65 units
Open: Year round

Nestled at the base of beautiful Mount Shasta and overlooking pristine Lake Siskiyou, Mount Shasta Resort offers its guests romance, recreation, and relaxation.

We chatted with hotel manager Carol Nunes about what makes the resort and its guests so special, and some of the creative strategies her team employs to maintain a successful independent property.

Q. Tell us a little bit about your property.

CN: Our hotel has been here for about 23 years, and it’s truly a magical, spiritual place. In fact, we have many spiritual groups who visit us. We also get a lot of wildlife in the area – it’s just very peaceful.

In terms of lodging, we offer chalets along the lake as well as standard hotel rooms, some of which include a jacuzzi. We often hear from guests that they feel at home, and they enjoy how quiet, relaxing, and soothing of an experience it is.

Q. What would you say draws visitors, both new and repeat, to visit?

CN: We do have a lot of regulars who come every year. Fourth of July is a popular time, as well as Christmas. Often, as guests leave they make reservations for the next year.

What draws people here, and makes them want to come back, is the unique experience. It’s a place where people like to come and spend quality time with their families. You can relax or you can do activities, such as skiing and hiking. It truly feels like home.

We also attract a lot of people for weddings and events, given the picturesque backdrop. We have a beautiful wedding site. People also like to celebrate their anniversary here – we’ve had some who have been coming for 20 or 30 years. This is their getaway place – a place where they can release some stress.

Q. How do you spread the word about your property?

CN: We are constantly promoting ourselves in order to gain exposure. We advertise in local Bay area magazines and run TV promotions as well. We also send out email blasts to our email subscribers offering specials. And of course, there’s word of mouth from our guests who have stayed at our property and share their positive feedback with their friends and family.

Q. What are some of the amenities that are noticed by your guests?

CN: It’s an exciting time, because we are in the process of installing large dispensers in the shower to replace the individual-sized bottles. This is due to the new California law banning their use in hotels. But I think this will be a positive change. Not only will it save on costs and labor and create less waste, I believe it will also be well-received by our guests.

Q. What are some pain points when it comes to buying products for your hotel, and how do suppliers, like American Hotel, help you navigate those issues?

CN: I would say our main pain point as an independent hotel is pricing – finding quality items, but at a good price. We’re also always keeping tabs on shipping costs and working with suppliers to ensure we get the products we need on time.

I have a great relationship with our rep at American Hotel. She’ll go out of her way to find a product I’m looking for or help solve a problem. We have a fun but professional relationship – and we work well together to solve any problems that may arise.

Q. What are other challenges you face as an independent hotel?

CN: Weather is a big factor. For example, if there’s no snow, then that can negatively impact us. And the recent fires and smoke have caused issues.

Awareness is also a challenge, since we aren’t as visible as other hotels. There is a chain hotel in the area that is right off of the freeway, so they have more visibility. We also do compete somewhat with Airbnbs for weddings. A new trend is for houses in the area to rent out their backyard – which has the mountain behind it – as a location for weddings.

We combat all of this by getting out there and advertising, as well as creating unique specials and packages that differentiate us and draw people in. For instance, we have a lovely spa, so we’ll create specials that include a spa discount with your stay.

Q. What advice would you give to someone new to managing or operating an independent hotel?

CN: It takes a lot of effort to get your hotel’s name out there, so it’s important to find unique ways to promote yourself. You also need to have a budget and be mindful of how you spend your money – especially when it comes to purchasing.

The tricks for running an efficient hotel

November 7, 2019

With so much going on at a hotel at one time, being efficient is the name of the game. Staff members often need to be doing multiple things at once, and the better equipped they are to multitask, the smoother operations will be.

Here are some ways to help your staff be more efficient:

Consider investing in technology

While hospitality is an industry where in-person communication is essential, there are still ways to use technology effectively to help with productivity. Consider investing in technology such as property management systems to free up manpower that could be better spent doing other, more personal tasks for guests.

Encourage breaks

While this may seem counterintuitive, giving your staff breaks – and encouraging them to take those breaks – can actually help with efficiency. If staff members are overworked and burnt out, they won’t be as efficient and productive as they would be if they took a few minutes to relax and regroup every once and awhile.

Give them the best tools

When it comes to efficiency, the supplies being used are just as important as the staff members themselves. Buying multipurpose trucks and carts can help boost productivity.

Royal Basket® has a variety of products that ensure smooth function and efficiency, including Royal Basket® Permanent Liner Vinyl Trucks with either a wood or metal base. These vinyl permanent liner trucks can be used to transport everything from linens to recycles to refuse. The durable vinyl liners are antimicrobial, flame retardant, and resistant to mold, and are permanently attached to the frames to ensure the security and organization of cart contents. Plus, additional parts, accessories, and upgrades available, making it easy to customize the trucks for maximum efficiency.

Learn more about wood-based and metal-based Permanent Liner Vinyl Trucks from Royal Basket®

The best products to keep floors clean

October 21, 2019

You always want your property looking its best – from ceiling to floor. A dirty floor can make even the most stylish, beautiful properties appear unkempt. What’s more, you want to avoid having anything sticky or slippery on the ground that could cause guest injury.

That’s why you should turn to the highest-quality cleaning products from brands you can trust, like Rubbermaid. Here are three products from their line of cleaning supplies that are sure to make your floors – and hotel – shine.

New! Spill Mop Kit

The new Rubbermaid Commercial Products Spill Mop Kit cleans spills faster than a cotton string mop for a safer, drier floor. The super-absorbent material retains liquid so it won’t leak or drip. Once fully absorbed, the easy-release handle allows for hands-free disposal, something your staff will appreciate. Plus, the pads are designed for one-time use, making spill cleanup quick and easy.

Spill Mop Pad

For quick and convenient cleaning, turn to Rubbermaid Commercial Products Spill Mop Pad, used with the Spill Mop Handle. Each pad is made with highly absorbent material designed for quickly removing liquid, water-based spills. The absorbed liquid turns into gel, trapping it inside to prevent leaks and drips. Up to two packs can fit conveniently in the Spill Mop Storage Cabinet, while the dispensing carton is compact enough to easily slide into most spaces.

Maximizer Mop Head Pad

The Rubbermaid Commercial Products Maximizer Mop Pad is similar to the Spill Mop Pad but is ideal for quickly removing biohazard liquid. Each pad holds up to 32 ounces of water and 13.5 ounces of NaCl 0.9%.

By relying on cleaning supplies from Rubbermaid Commercial Products, you’ll be fully prepared next time there’s a spill of any kind.

Why using commercial grade makes a difference

October 17, 2019

When buying products for your hotel, motel, or B&B, it may not seem to matter whether you buy something specifically designed for commercial use versus standard products designed for the average consumer. This is often the case if you work at a small or independent property. Why not just buy any hair dryer, especially if it’s less expensive?

The truth is, the quality and grade of products DO matter, no matter the size or occupancy. Here are some of the reasons to consider buying commercial-grade products for your property whenever you can.

Durability and quality

Commercial-grade products are specifically made for long-term use and can manage the wear and tear caused by frequent handling. So, while you may save money in the short term by buying a consumer product, if you have to replace it more frequently because it breaks or malfunctions, you’ll end up spending more in the long run.

Liability

Liability goes hand in hand with durability and quality. Since commercial-grade products are built to withstand constant use and abuse, you have less risk of the item causing a problem. For instance, if your furniture isn’t made to withstand frequent usage or different weights, what happens when a guest falls through the chair and injures him or herself? Avoid such an issue by investing in products that are built just for your property’s needs.

Design

Commercial-grade products are designed with the target audience in mind – the manufacturer knows these items will be used at a hotel or other property where guest experience and comfort are key. So, they design their products to have features that cater to guests, such as smart technology or lighter weight. Your guests will notice and appreciate that you stock your property with thoughtful products.

Customer support

When buying consumer products, you usually have the option to tack on a warranty. However, you’re basically on your own if you have problems, or it takes a ton of legwork to find someone who will help you. Not true with commercial-grade products. When buying commercial A/V products, for example, you’ll likely receive long-term, dedicated support. This means you’ll get personal, on-site help with setting up your electronics, training your staff, and dealing with any future issues you may encounter.

The next time you’re debating whether to go with the standard product versus the commercial one, remember that when in doubt, commercial is usually the way to go.

Embracing the impact of more green moves

October 3, 2019

You’ve likely seen the headlines. Last month Marriott International announced that it’s moving away from single-use bath amenities in its hotel properties around the world. Since these plastic bottles of shampoo, conditioner, and bath gel often end up in landfills, Marriott instead will equip its guest baths with larger, pump-topped bottles – also known as bulk dispensers.

It’s big news in our industry for a couple of reasons: First, according to the company’s August 28 announcement, this environmental stance is expected to prevent about 500 million tiny bottles annually from going to landfills. That’s about 1.7 million pounds of plastic, a 30 percent annual reduction from the iconic brand’s current amenity plastic usage. Secondly, Marriott’s not the only hospitality leader to launch bold sustainability plans.

Building on environmental momentum

In fact, IHG® (InterContinental Hotels Group) made a similar pledge earlier this summer. IHG will switch to bulk-size bathroom amenities in all of its properties by the end of 2021. And earlier in the summer, the Radisson Hotel Group™ introduced a series of environmentally and socially responsible initiatives at its beachfront resorts in Asia.

Radisson’s steps included replacing plastic straws as well as plastic bottles. Marriott began phasing out disposable plastic straws and stirrers in its properties last year, and IHG promises to remove plastic straws from its hotels by the end of 2019. Hilton has also made paper straws a brand standard in its properties.

“As a product supplier to Marriott, IHG and Hilton, we absolutely support and celebrate these major initiatives,” said Deidre Schwartz, Director of Design & Sustainability at American Hotel. “But we also view their announcements as a call to action to the industry as a whole. For us, that means strengthening our ability to identify and offer more environmentally responsible products to help our customers be true stewards of sustainability.”

A rallying cry for sustainable practices

To that end, our Living Green collection of eco-friendly products has grown to more than 4,600 items in a variety of categories. This includes bulk amenity dispensers. As a product manager at American Hotel, Katie Schultz works closely with hotel customers who happen to share IHG and Marriott’s renewed focus on bath amenities.

“Yes, we are seeing more interest in our bulk dispensers, but we have also helped customers choose amenities that are made of natural ingredients, are paraben free, and use recyclable packaging,” said Schultz. “By partnering with our suppliers as well as customers, we are offering more alternatives every year that support new sustainability goals.”

As a hospitality source with more than 150 years of industry expertise, American Hotel has always guided its hotel customers through the challenges and opportunities of change. Being a partner in support of environmental change is no different.

“There is no question the way all of us operate is changing forever,” said Schwartz. “And there is no question we, as a hospitality supplier, are positioned to make a dramatic difference for our customers and for our communities. This is a call to action we embrace, because it’s our collective responsibility to make sure future generations are afforded the same opportunities we have.”

3 tips for cleaning guest rooms with ease

September 27, 2019

Housekeeping staff have a challenging task – they need to clean guest rooms quickly and efficiently, while also ensuring rooms are left in pristine shape. With guests’ expectations high, any slip up could lead to a bad review, which can negatively impact your hotel brand.

So, how do housekeepers keep up with demand while keeping rooms clean and tidy? Here are some tips for going above and beyond when cleaning guest rooms.

1. Start with a clean slate

When working against the clock, it can be tempting for housekeepers to clean around guests’ items, instead of under them. But doing so can look sloppy and unprofessional. Instead, advise cleaning staff to remove all of the clutter from an area before cleaning it, so that way they are sure to cleanse the space thoroughly and not miss a spot.

2. Choose a versatile cart

The right housekeeping cart can make a huge difference in the preparedness and efficiency of your staff. That’s why it’s important to invest in quality carts such as the new Xduty Xpress Cart from Hospitality 1 Source. The Xpress Cart is compact in design, yet includes a bag with multiple storage options to meet the needs of any guest room.

Additional features include:

A durable, hammertone powder-coated finish
A sturdy, multi-purpose bag with numerous pockets and storage areas
Easy assembly with no tools required
Four swivel wheels that easily attach to the bottom of the cart

3. Add a special touch

While it may seem trivial, adding a small touch to the room after cleaning – a note from the housekeeper, a uniquely folded towel, a small chocolate on the pillow – can make a big impression. It shows that your staff – and ultimately your property – go the extra mile to make your guests feel special.

Learn more about the Xduty Xpress Cart, and get ready for a better cleaning experience.

How to prepare for your property’s busy season

September 6, 2019

It’s never too early to start thinking about the next busy season – otherwise it might sneak up on you. The busiest times at your hotel can make or break the whole year: While the goal is to deliver optimal service year-round, that level of service is hard to maintain when rooms are fully booked.

So, what can be done to make the most out of busy season?

Even if this isn’t your first rodeo, it’s still good to brush up on what to expect when the flood of travelers arrive. During the slower months leading up to busy season, take stock of inventory, anticipate your staffing needs, and analyze past data or customer reviews to ensure your accommodations are ready.

To get you started, here are four ways to ensure the next busy season is a success:

1. Beware of overbooking

You may be tempted to overbook rooms during busy season, but double booking looks unprofessional. Instead, review your rates and cancelation policies, and implement a minimum-night stay policy so cancelations don’t mean a loss of revenue.

2. Take stock of staff

Anticipating your staffing needs is critical. Not only will you need to ensure you’ll have enough staff, but you’ll also need to properly allocate resources. For instance, you may need to up the restaurant staff over the holiday season to accommodate special meals and events. It’s also just as crucial to give employees the flexibility to handle issues on the fly. Daniel Craig, founder of Reknown Hospitality & Technology Marketing, told Hotel News Now that empowering managers and employees to resolve on-property problems can help prevent complaints, and cross-training employees in other departments will ensure everyone can aid each other when needed to improve efficiency.

3. Get creative with communication

Another way to improve efficiency during busy season is facilitating open and frequent communication between staff, as well as communication with guests. Investing in technology to help everyone stay in touch with each other reduces the likelihood of miscommunication and allows for quick responses to requests throughout the property. Technology can also create a better connection between staff and guests, such as applications that allow online check-in and check-out, housekeeping requests via text, or online satisfaction surveys.

4. Give your property a mini-makeover

Much of preparing for busy season can – and should – occur during the slower months of the year. This is a perfect time to take care of property renovations, maintenance, and improvements. Cater to guests’ technological needs with USB-port supported clocks and radios, spruce up lobby and guest room furniture, and stock up on more efficient cleaning supplies.

Be ready for busy season and get the most out of your year!

Learn the importance of changing ironing boards seasonally

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